Search Results (12)

Service failures remain inevitable in tourism and hospitality, yet complaint behavior is often suppressed, particularly in non-routine, time-bound travel contexts. The Tourist Complaint Constraints (TCC) framework explains this silence through five tourism-specific constraints. However, it does not explicitly account for how platform-based and AI-mediated service environments reshape post-failure behavior. This paper revisits TCC and introduces TCC 2.0, a conceptual extension that reframes complaint constraints as structurally generated within platform-mediated recovery architectures. Drawing on justice theory and emerging research on AI-enabled service systems, the framework positions distributive, procedural, and interactional justice as central mediators linking complaint constraints to behavioral outcomes. It further incorporates platform/AI process constraints and algorithmic trust constraints as additional structural dimensions, while identifying recovery channel and failure magnitude as boundary conditions. A key contribution is the concept of platform-mediated silence, defined as a structurally induced form of non-complaining behavior shaped by constrained agency and recovery system design rather than satisfaction. The paper advances a set of propositions to guide empirical testing and future scale development in AI-mediated tourism contexts. By extending complaint behavior theory into digitally mediated service environments, TCC 2.0 offers a foundation for understanding how platform architectures shape customer voice, silence, and post-failure responses. Full article

Artificial intelligence (AI) is transforming customer experience management (CXM) by enabling real-time, data-driven, and personalized interactions across digital touchpoints, including chatbots, voice assistants, generative AI, and immersive platforms. This study presents a PRISMA-based systematic literature review of 59 peer-reviewed studies published between 2021 and 2026, examining how AI-enabled personalization, privacy concerns, and customer value interact within AI-mediated customer experiences. Drawing on the Personalization–Privacy–Value (PPV) framework, the review synthesizes evidence on how AI-driven personalization enhances utilitarian, hedonic, experiential, relational, and emotional value, thereby strengthening satisfaction, engagement, loyalty, and behavioral intentions. At the same time, the findings reveal persistent tensions, as privacy concerns, perceived surveillance, algorithmic bias, and contextual moderators—including generational differences, cultural expectations, and technological literacy—frequently constrain value creation and erode trust. The review highlights that personalization benefits are highly contingent on transparency, perceived control, and ethical alignment, rather than personalization intensity alone. The study contributes by integrating ethical AI considerations into CXM research and clarifying conditions under which AI-enabled personalization leads to value creation versus value destruction. Managerially, the findings underscore the importance of ethical governance, transparent data practices, and customer-centered AI design to sustain trust and long-term customer relationships. Future research should prioritize longitudinal analyses of trust development, demographic heterogeneity, and cross-sector comparisons of AI governance as AI technologies become increasingly embedded in service ecosystems. Full article

Since service robots serving as salespersons are expected to be deployed efficiently and sustainably in retail environments, this paper explores the impacts of their interaction cues on customer experiences within small-scale self-service shops. The corresponding customer experiences are discussed in terms of fluency, comfort and likability. We analyzed customers’ shopping behaviors and designed fourteen body gestures for the robots, giving them the ability to select appropriate movements for different stages in shopping. Two experimental scenarios with and without robots were designed. For the scenario involving robots, eight cases with distinct interaction cues were implemented. Participants were recruited to measure their experiences, and statistical methods including repeated-measures ANOVA, regression analysis, etc., were used to analyze the data. The results indicate that robots solely reliant on voice interaction are unable to significantly enhance the fluency, comfort and likability effects experienced by customers. Combining a robot’s voice with the ability to imitate a human salesperson’s body movements is a feasible way to truly improve these customer experiences, and a robot’s body movements can positively influence these customer experiences in human–robot interactions (HRIs) while the use of colored light cannot. We also compiled design strategies for robot interaction cues from the perspectives of cost and controllable design. Furthermore, the relationships between fluency, comfort and likability were discussed, thereby providing meaningful insights for HRIs aimed at enhancing customer experiences. Full article

Agriculture is responsible for nearly one-quarter of global greenhouse gas (GHG) emissions, with livestock and poultry systems contributing significantly through methane (CH₄), nitrous oxide (N₂O), and carbon dioxide (CO₂). Achieving net-zero agriculture demands tools that not only quantify emissions but also guide management decisions and foster behavioral change. The Cool Farm Tool (CFT)—a science-based calculator for farm-level carbon footprints, water use, and biodiversity—has been widely adopted across Europe and parts of the United States. Yet, despite its proven potential, no Canadian studies have tested or adapted CFT, leaving a major gap in the country’s progress toward climate-smart farming. This paper addresses that gap by presenting the first surveys of poultry and dairy producers in Atlantic Canada as a foundation for tailoring and localizing CFT. Our mixed-methods surveys examined farm practices, feed, manure, energy use, waste management, sustainability perceptions, and openness to digital tools. Results on 23 responses (20 for poultry, 3 for dairy) revealed limited awareness but moderate interest in emission tracking: dairy farmers, already accustomed to digital systems such as robotic milking and herd software, were receptive and confident about adopting CFT. Poultry farmers, by contrast, voiced greater concerns over cost, complexity, and uncertain benefits, signaling higher adoption barriers in this sector. These findings highlight both the opportunity and the challenge: while dairy farms appear ready for rapid uptake, poultry requires stronger incentives, clearer value demonstration, and sector-specific customization. We conclude that adapting CFT with regionally relevant data, AI-driven decision support, and supportive policy frameworks could make it a cornerstone for achieving net-zero agriculture in Atlantic Canada. Full article

Parkinson’s disease (PD) is a progressive neurodegenerative disorder leading to movement impairment, cognitive decline, and psychiatric symptoms. Key manifestations of PD include bradykinesia (the slowness of movement), changes in voice or speech, and gait disturbances. The quantification of neurological disorders through voice analysis has emerged as a rapidly expanding research domain, offering the potential for non-invasive and large-scale monitoring. This review explores existing research on the application of machine learning (ML) in speech, voice, and language processing for the diagnosis of PD. It comprehensively analyzes current methodologies, highlights key findings and their associated limitations, and proposes strategies to address existing challenges. A systematic review was conducted following PRISMA guidelines. We searched four databases: PubMed, Web of Science, Scopus, and IEEE Xplore. The primary focus was on the diagnosis, detection, or identification of PD through voice, speech, and language characteristics. We included 34 studies that used ML techniques to detect or classify PD based on vocal features. The most used approaches involved free speech and reading-speech tasks. In addition to widely used feature extraction toolkits, several studies implemented custom-built feature sets. Although nearly all studies reported high classification performance, significant limitations were identified, including challenges in comparability and incomplete integration with clinical applications. Emerging trends in this field include the collection of real-world, everyday speech data to facilitate longitudinal tracking and capture participants’ natural behaviors. Another promising direction involves the incorporation of additional modalities alongside voice analysis, which may enhance both analytical performance and clinical applicability. Further research is required to determine optimal methodologies for leveraging speech and voice changes as early biomarkers of PD, thereby enhancing early detection and informing clinical intervention strategies. Full article

Observing customers is one of the methods to uncover their needs. By closely observing how customers use products, we can indirectly experience their interactions and gain a deep understanding of their feelings and preferences. Through this process, companies can design new products that have the potential to succeed on the market. However, traditional methods of customer observation are time-consuming and labor-intensive. In this study, we propose a method that leverages the analysis of online customer reviews as a substitute for direct customer observations. By correlating a customer journey map (CJM) with online reviews, this research establishes a verb-centric analysis that produces a CJM based on online review data. Various text analysis techniques were utilized in this process. When applying online retail site review data, our method of customer observation required one week. This proved to be more efficient in comparison with traditional customer observation methods, which typically need at least one month to complete. Additionally, we observed that the customer behavior-based VOC (voice of customer) identified during the CJM mapping process offers broad insights that are distinct from traditional product feature-centric review analyses. This behavior VOC can be effectively utilized for product improvement, new product development, and product marketing. To verify the usefulness of the behavior VOC, we asked product development experts to evaluate the quantitative analysis results of the same reviews. The experts evaluated the CJM as useful for product conceptualization and selecting technology priorities. Full article

Chatbots and voice assistants are digital transformers of the interface between companies and customers. They have become part of the current practice of companies and represent a distinct domain of business research. This trend is significant in the broad business context marked by the digital transformation of companies, the fast development of e-commerce and the omnichannel behavior of customers. This article is a systematic review of the high-quality business research literature on chatbots and voice assistants. The purpose of this review is to critically analyze the current status of this literature from the perspective of the theories, contexts, characteristics and methodologies applied. The final aim of this review is to support the domain of study by suggesting a relevant agenda for future research. This review brings several contributions to the research domain, including the following: the identification of the main streams of high-quality business research in function of the theories in which the studies are grounded; the development of a conceptual framework of the investigated variables (antecedents, mediators, moderators and consequences); the creation of a conceptual framework of the humanlikeness of chatbots and voice assistants; the development of a conceptual framework of the consumer experience with chatbots and voice assistants and the presentation of insights for business practice. Full article

Traditional data-driven feature selection techniques for extracting important attributes are often based on the assumption of maximizing the overall classification accuracy. However, the selected attributes are not always meaningful for practical problems. So, we need additional confirmation from the experts in the domain knowledge to determine whether these extracted features are meaningful knowledge. Moreover, due to advances in mobile devices and wireless environments, programmatic buying (PB) has become one of the critical consumer behaviors in e-commerce. However, it is extremely difficult for PB service providers to build customers’ loyalty, since PB customers require a high level of service quality and can quickly shift the purchases from one website to another. Previous studies developed various dimensions/models to measure the service quality of PB; nevertheless, they did not identify the key factors for increasing customers’ loyalty and satisfaction. Consequently, this study used an importance–satisfaction (IS) model as domain knowledge and proposed a new IS-DT feature selection method. This new IS-DT method combined the IS model and the decision tree (DT) algorithm to extract useful service quality factors for enhancing customer satisfaction and loyalty in PB. An actual case was also provided to illustrate the effectiveness of our proposed method. The results showed that for increasing customer satisfaction, the highest impact factors included “problem solving”, “punctuality”, “valence”, and “ease of use”; for building customer loyalty, the most important factors were “expertise”, “problem solving”, “information”, “single column”, “voice guidance”, “QR code”, “situation”, “tangibles”, “assurance”, “entertainment”, and “safety”. Our IS-DT method can effectively determine important service quality factors in programmatic buying. Full article

Text, voice, images and videos can express some intentions and facts in daily life. By understanding these contents, people can identify and analyze some behaviors. This paper focuses on the commodity trade declaration process and identifies the commodity categories based on text information on customs declarations. Although the technology of text recognition is mature in many application fields, there are few studies on the classification and recognition of customs declaration goods. In this paper, we proposed a classification framework based on machine learning (ML) models for commodity trade declaration that reaches a high rate of accuracy. This paper also proposed a symmetrical decision fusion method for this task based on convolutional neural network (CNN) and transformer. The experimental results show that the fusion model can make up for the shortcomings of the two original models and some improvements have been made. In the two datasets used in this paper, the accuracy can reach 88% and 99%, respectively. To promote the development of study of customs declaration business and Chinese text recognition, we also exposed the proprietary datasets used in this study. Full article

A tactical network mainly consists of software-defined radios (SDRs) integrated with programmable and reconfigurable features that provide the addition and customization of different waveforms for different scenarios, e.g., situational awareness, video, or voice transmission. The network, which is mission-critical, congested, and delay-sensitive, operates in infrastructure-less terrains with self-forming and self-healing capabilities. It demands reliability and the need to survive by seamlessly maintaining continuous network connectivity during mobility and link failures. SDR platforms transfer large amounts of data that must be processed with low latency transmissions. The state-of-the-art solutions lack the capability to provide high data throughput and incorporate overhead in route discovery and resource distribution that is not appropriate for resource-constrained mission-critical networks. A cross-layer design exploits existing resources to react to environment changes efficiently, enable reliability, and escalate network throughput. A solution that integrates SDR benefits and cross-layer optimization can perform all the mentioned operations efficiently. In tactical networks, SDR’s maximum usable bandwidth can be utilized by exploiting radios’ autonomous behavior. This paper presents a novel virtual sub-nets based cross-layer medium access control (VSCL-MAC) protocol for self-forming multihop tactical radio networks. It is a MAC-centric design with cross-layer optimization that enables dynamic routing and autonomous time-slot scheduling in a multichannel network environment among SDRs. The cross-layer coupling uses link-layer information from the hybrid of time division multiple access and frequency division multiple access (TDMA/FDMA) MAC to proactively enable distributed intelligent routing at the network layer. The virtual sub-nets based distributed algorithm exploits spectrum resources and provides call setup with persistently available k-hop route information and simultaneous collision-free transmission of voice and data. The experimental results over extensive simulations show significant performance improvements in terms of minimum control overhead, processing time in relay nodes, a substantial increase in network throughput, and lower data latency (up to 76.98%) compared to conventional time-slotted MAC protocols. The design is useful for mission-critical, time-sensitive networks and exploits multihop simultaneous communication in a distributed manner. Full article

The main purpose of this study was to analyze and compare the online complaining behavior of Asian and non-Asian hotels guests who have posted negative hotel reviews on TripAdvisor to voice their dissatisfaction towards a select set of hotel service attributes. A qualitative content analysis of texts which relied on manual coding was used while examining 2020 online complaining reviews directed at 353 UK hotels and posted by visitors originating from 63 countries. The results from the word frequency analysis reveal that both Asian and non-Asian travelers tend to put more emphasis on Booking and Reviews when posting complaints online. Based on a manual qualitative content analysis, 11 different major online complaint categories and 65 sub-categories were identified. Among its important findings, results of this study show that non-Asian guests frequently make complaints which are longer and more detailed than Asian customers. Managerial implications and opportunities for future studies are also discussed. Full article

For sustainable development, enterprises need to establish a good relationship with customers. Existing studies have pointed out that customer voice behavior is beneficial to maintaining and developing customer–firm relationships. Based on social identity theory, social exchange theory and self-efficacy theory, we propose a moderated mediation model to analyze the impact of customer–company identification on customer voice behavior, which includes complaints and suggestions for service improvement. Data were collected from 487 consumers in the online takeaway industry. The results show that customer–company identification has a positive impact on both complaints and service improvement suggestions, and customer commitment plays a mediating role in these relationships. Customer voice efficacy not only strengthens the positive effect of customer commitment on complaints and service improvement suggestions, but also strengthens the indirect effect of customer–company identification on two forms of customer voice behavior. Finally, theoretical contributions, managerial contributions and future directions are discussed. Full article